Customer Success Strategy Operations

Summary

Join Ashby's growing team as a Customer Success Operations Manager (CSSO) and drive the strategy, processes, and data-driven insights that empower our Customer Success Team to deliver exceptional outcomes for our customers. Reporting to the Head of Revenue Operations, you will define strategies and execute improvements that optimize customer health, retention, and revenue growth. You will play a crucial role in our operations, including process improvements, planning, and reporting. This is a strategic and tactical role where you will design systems, uncover actionable insights, and create data-informed recommendations across all Customer Success functions. You will operationalize CS strategy, analyze business dynamics, optimize the customer journey, support strategic planning, drive process improvements, optimize CS systems, collaborate cross-functionally, and support change management. Ashby offers a comprehensive benefits package including unlimited PTO, 12 weeks of fully paid family leave, a generous equipment budget, an education budget, and top-notch health insurance (US).

Requirements

• Be a self-starter, innately curious in your approach
• Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g. ideal book sizes)
• Have a strategic mindset, with the ability to distill data into actionable recommendations
• Be detail-oriented and committed to data accuracy and process quality
• Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
• Be skilled in CRM reporting, with preference for HubSpot experience
• Work autonomously, managing multiple tasks and deadlines effectively
• Be an excellent communicator, both verbally and in writing

Responsibilities

• Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development
• Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies
• Optimize the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal
• Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making
• Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives
• Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
• Cross-functional Collaboration: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth
• Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs

Preferred Qualifications

Have HubSpot experience

Benefits

• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us
• 401(k) matching if you're in the US